Test bank for business communication 1st canadian edition by shwom

TEST BANK FOR BUSINESS COMMUNICATION 1ST CANADIAN EDITION BY
SHWOM
A) posting updates on Facebook to keep in touch with geographically distant friends and family
B) emailing your employer to confirm scheduling issues
C) speaking to your mother on the phone
D) gesturing across the table to a friend to get him to stop telling the story he has begun
E) reciting a list of dates to memorize them for an upcoming exam
Answer: E
Explanation: E) All of the other choices are examples of the complex process of communication:
planning, creating, delivering, and interpreting messages. This choice is simply a means to learn
and retain information.
Diff: 1 Type: MC Page Ref: 3
AASCB: Written and oral communication
2) The communication skills you already possess ________ in the workplace.
A) will likely hamper your attempts to communicate
B) are inapplicable to communication
C) are most likely sufficient to meet the challenges of communication
D) will be valuable to you for communicating
E) must all be unlearned if you want to successfully communicate
Answer: D
Explanation: D) The communication skills you have already developed will be valuable to you
in the workplace, where communication is considered to be the most important of all abilities
you can possess. However, your current skills may not be sufficient to meet many challenges of
communicating in the workplace.
Diff: 1 Type: MC Page Ref: 3
AASCB: Reflective thinking
3) Which of the following is NOT an example of communication?
A) texting a colleague that you will be a few minutes late for your meeting
B) tweeting that you are headed to a concert in the park
C) updating your page on a social networking site
D) listening to classic tunes on an MP3 player

E) whispering to a friend that her comments may be perceived as rude
Answer: D
Explanation: D) All of the other choices are examples of the complex process of
communication: planning, creating, delivering, and interpreting messages. In this choice you are
using an electronic device to listen to music, but are not seeking to share information with others.
Diff: 1 Type: MC Page Ref: 3
AASCB: Reflective thinking

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4) Which of the following workplace activities is NOT one in which your communication skills
will be utilized?
A) calculating whether sales are up this quarter using the latest figures
B) explaining why sales were down last quarter
C) persuading your colleagues that your idea will likely lead to increased sales
D) ensuring that your department understands that increasing sales is the top priority
E) discussing your employee's poor sales figures without making her feel defensive
Answer: A
Explanation: A) All of the other choices represent situations in which you will need to use your
communication skills. Computing sales figures from data is not an example of communication.
Diff: 1 Type: MC Page Ref: 3
AASCB: Written and oral communication
5) In a survey report for the Canadian Council of Chief Executives (CCCE), what skills were
given the highest priority for needs?
A) technological literacy
B) creative thinking
C) people skills/relationship building
D) communication skills
E) industry-specific knowledge

Answer: C
Explanation: C) While communication skills were considered the second-most important skill
requirement, the ability to interact with people and build relationships was first.
Diff: 2 Type: MC Page Ref: 4
AASCB: Interpersonal relations and teamwork
6) In a survey of over 900 employers by the Canadian Association of Career Educators and
Employers, which skills were ranked the top two out of 20 skill sets?
A) leadership skills and communication skills
B) flexibility and entrepreneurial skills
C) communication skills and teamwork skills
D) teamwork skills and strategic planning skills
E) strong work ethic and initiative
Answer: C
Explanation: C) These were the top ranked skills sets.
Diff: 1 Type: MC Page Ref: 5
AASCB: Written and oral communication

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Ryan, a recent college graduate, possess exemplary written and oral communication skills. He
always received top marks on the papers he wrote as part of his course work and was a
successful member of the school debate team.
7) As he begins his job search, Ryan can expect that ________.
A) his effectiveness as a communicator will give him a competitive advantage
B) he will not stand out from the pack, as most post-secondary graduates possess similar
communication skills
C) employers will not be unduly impressed by these skills, as most people in the workplace have
mastered them
D) this ability might hinder his chances as a job candidate

E) his speaking skills will be a plus for him, but writing skills are taken for granted in the
workplace
Answer: A
Explanation: A) Ironically, although communication skills are important, few people in the
workplace have mastered them. A 2015 survey of British Columbian employers, for instance,
found a high level of concern with regard to finding employees with communication skills.
Diff: 2 Type: MC Page Ref: 5
AASCB: Written and oral communication
8) In terms of his career, Ryan's communication skills ________.
A) won't help him find a job but will help him keep it
B) will give him prestige in his job but won't make any difference in his salary potential
C) will be perceived as valuable by his employers but cannot translate into monetary savings for
his company
D) may give him an opportunity to produce documents that save money or generate income for
his firm
E) may have a positive impact on his professional life but a negative impact on his personal life
Answer: D
Explanation: D) Even a small change in communication can have a large return on investment
for an organization, enabling it to save money or generate income. A skilled communicator can
also improve a company's public image and employee satisfaction, can earn up to three times as
much as a poor communicator, and can apply their communication skills their personal life as
well.
Diff: 2 Type: MC Page Ref: 6
AASCB: Written and oral communication

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9) Research confirms that communication can help your career and your employer in all of the
following ways EXCEPT which of the following?

A) Communication skills will help you find a job.
B) Communication skills will make employers overlook that you don't have the necessary
qualifications for a job.
C) Communication skills will make you a more valuable employee.
D) Communication skills can improve your salary.
E) Communication skills can have a positive impact on your life outside of work.
Answer: B
Explanation: B) Because communication is a valued commodity in the workplace, it can
enhance your professional and personal success. Research confirms that it will help your career
and your employer in all of the ways described in the other choices.
Diff: 1 Type: MC Page Ref: 6-7
AASCB: Written and oral communication
Kaylin just graduated from college in June. For the last three years she successfully ran a small
business at her school. Her business arranged for the delivery of personalized birthday cakes and
other gifts to students in her school. Since many of these students were from out of the province
or even out of the country, this service provided a way for their family and friends back home to
celebrate special occasions. Kaylin used social media like Facebook and Twitter to remind
potential customers of upcoming birthdays and other gift-giving occasions such as holidays or
campus events (care packages for mid-term exams, picnic packs to celebrate the arrival of spring
after a snowy winter, etc.).
10) Prospective employers are likely to ________.
A) admire Kaylin's initiative but see little application to a "real job"
B) think Kaylin should have focused on her studies while at school instead of on a side venture
C) expect that Kaylin, as a successful entrepreneur, will have experience with many types of
business communication
D) place little value on a hobby that did not lead to many valuable skills
E) impress upon Kaylin that real business communication will be very different from what she
engaged in as an entrepreneur
Answer: C
Explanation: C) If you run your own small business as an entrepreneur, your communication

abilities will be especially critical since most of the communication responsibilities will fall
squarely on your shoulders.
Diff: 2 Type: MC Page Ref: 6
AASCB: Written and oral communication

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11) How might companies view Kaylin's experience with social media?
A) While Facebook is a good way to keep in touch with family and friends, it does not have
significance in the workplace.
B) Effective use of social media like Twitter can build a company's brand and extend its
marketing reach.
C) Communication through social media is an inappropriate way for companies to try to market
themselves.
D) Effective communication through a blog may build a company's brand at the expense of its
employees' satisfaction.
E) Such use of social media is very difficult to duplicate and would not be likely to benefit the
company that Kaylin works for.
Answer: B
Explanation: B) Expertise with social media can also benefit an employer. Companies are
finding that effective communication through social media (like blogs, Facebook, and Twitter) is
improving employee satisfaction and building their brands while expanding their marketing
reach.
Diff: 2 Type: MC Page Ref: 6
AASCB: Written and oral communication
12) Good business communication skills ________.
A) can have a positive impact on your life outside of work
B) will help advance your career but will hinder your personal relationships
C) are inapplicable to your personal life

D) will improve personal relationships, although they offer no financial benefits in your life
outside of work
E) are not worth the investment of time and energy necessary to acquire them
Answer: A
Explanation: A) If you learn good business communication skills, you can apply them in your
personal life to improve your relationships. You may also be able to use them to negotiate a
better deal on a car, persuade your cell phone provider to give you a refund, or write an effective
application letter for graduate school.
Diff: 1 Type: MC Page Ref: 6
AASCB: Interpersonal relations and teamwork

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13) Good business communication skills can have a positive impact on your life outside of work
through all of the following applications EXCEPT ________.
A) negotiating a better deal on a car
B) convincing your landlord to refund your security deposit
C) persuading a merchant to give you a refund
D) calculating your monthly expenses
E) writing an effective application essay for graduate school
Answer: D
Explanation: D) All of the other choices involve developing, creating, delivering, and
interpreting verbal and nonverbal messages. Computing your monthly expenses involves
numbers and calculations, not conversation and persuasion.
Diff: 1 Type: MC Page Ref: 6
AASCB: Interpersonal relations and teamwork
14) Which of the following is NOT a form of social media?
A) Facebook
B) company newsletter

C) Twitter
D) MySpace
E) blog
Answer: B
Explanation: B) Social media are web-based applications designed to promote social interaction.
All of the other choices are examples of social media.
Diff: 1 Type: MC Page Ref: 6
AASCB: Interpersonal relations and teamwork
15) Why is it that many students do NOT acquire sufficient communication skills as they pass
through school?
A) Business communication is complex, even for dedicated students.
B) Most schools don't offer any business communication courses.
C) Business communication is an innate skill that cannot be taught.
D) You're either a good communicator or you're not.
E) Since many students perceive it to be such a difficult course, they are discouraged from taking
it.
Answer: A
Explanation: A) Some students do not take business communication courses, while others do but
do not devote enough time to understanding what communication involves because they think it
is an "easy" course. However, even for a dedicated student communicating well in a business
context is complex.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication

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16) Which of the following is an example of unsuccessful communication?
A) ordering an item online and deciding after it arrives that you don't like it
B) asking a friend for advice and then trying to apply it to your problem

C) getting instructions on how to put something together and then assembling the item
D) making an urgent request on a colleague's voice mail and getting no reply for a week
E) writing a letter to a manufacturer complaining about a recent purchase and receiving a
discount on a future purchase
Answer: D
Explanation: D) In this example your urgent request goes unanswered. Your colleague may have
misunderstood your request or your message may have been unclear. There might even have
been a technical problem with the recording or playing of the message.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication
17) Which of the following statements best expresses the goal of communication?
A) The goal of communication is for a receiver to decode a message.
B) The goal of communication is for a sender to transmit a message.
C) The goal of communication is to develop shared meaning by communicating in a dynamic
loop.
D) The goal of communication is to select the appropriate channel for sending an encoded
message.
E) The goal of communication is to maximize the potential for feedback.
Answer: C
Explanation: C) The goal of communication is not just for a sender to transmit a message to a
receiver, but for a sender and receiver to develop shared meaning by communicating in a
dynamic loop, sending messages back and forth.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication
18) Which of the following is an example of encoding a message?
A) deciding how to phrase a request to your boss for clarification on your new assignment
B) deciding that text messaging is an inappropriate medium for communicating with your
professor
C) deciding to purchase a new smartphone so that you can check and send email while you are
on the go

D) deciding to toss out an advertisement that was mailed to you
E) deciding to read an email sent by a friend
Answer: A
Explanation: A) Communication begins when the sender has something to "say" to a receiver. To
communicate this thought, the sender must encode the message—put it into words, images, or
actions.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication

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19) Deciding that an email is the best way to request information from a colleague for the
proposal you are writing is an example of which step of the communication process?
A) sender encodes a message
B) sender selects a medium
C) receiver decodes the message
D) receiver encodes feedback
E) sender and receiver close the communication loop
Answer: B
Explanation: B) The sender transmits a message to the receiver through a medium (a channel
used to transmit the message), such as a face-to-face conversation, a phone conversation, a letter,
or an email message.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication
20) When you ________ your message to the receiver, you also need to ________.
A) encode; decode
B) encode; choose your medium
C) decode; choose your medium
D) decode; prepare feedback

E) encode; close the dynamic loop
Answer: B
Explanation: B) To communicate your idea to the receiver, you must encode the message; that
is, put it into words, images, or actions. While you do this, you also need to choose your medium
(e.g., a phone conversation, an email, etc.).
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication
21) The medium you choose to transmit your message ________.
A) makes no difference in how your message will be received
B) will always be determined by your company's policy
C) depends solely upon which method you are most comfortable with
D) should take into account how the receiver will best process the information
E) should be selected after the receiver decodes your message
Answer: D
Explanation: D) The medium you choose should depend on which one best supports the purpose
of your message, as well as how the receiver will best process that information. The medium is
chosen while you encode your message to the receiver, not after.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication

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22) The receiver decodes a message by ________.
A) putting it into words, images, or actions
B) selecting a channel through which to transmit it
C) interpreting its words or actions and attaching meaning to them
D) deciding which form of verbal or nonverbal response should be sent
E) closing the dynamic loop
Answer: C

Explanation: C) This meaning is filtered by the receiver's knowledge, experience, and context.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication
23) The process of ________ a message involves interpreting its words and actions and attaching
meaning to them.
A) encoding
B) decoding
C) encrypting
D) channeling
E) blocking
Answer: B
Explanation: B) The meaning that a receiver attaches to a message that she decodes is affected
by her knowledge, experience, and context.
Diff: 1 Type: MC Page Ref: 7
AASCB: Written and oral communication
24) When a message is decoded, the meaning that is attached to it is filtered by which of the
following?
A) the transmittal medium
B) the sender's experience
C) the receiver's knowledge
D) the feedback response
E) the dynamic loop
Answer: C
Explanation: C) The receiver decodes the message by interpreting the words and actions of a
message and attaching meaning to them. This meaning is filtered by the receiver's knowledge,
experience, and context.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication

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You email a fellow student requesting help on a class project and he sends a terse reply stating
that he does not believe in cheating.
25) Your classmate ________.
A) doesn't understand how to use email appropriately
B) may have had a bad experience in the past that caused him to misinterpret your request
C) should have used another communication medium to signal a negative response
D) is correct that a request for help must imply cheating
E) should have ignored your email request
Answer: B
Explanation: B) The meaning that a receiver attaches to a message is filtered by his knowledge,
experience, and context. Since he read "help" and thought "cheat," he may have been asked in
the past for help and found out that the classmate wanted to copy his work or have it done for
him.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication
26) This miscommunication might have been avoided if ________.
A) you had been more specific about the type of help you wanted from your classmate
B) your classmate had angrily deleted your email instead of replying to you
C) you had used the same wording but sent your request as a letter instead of an email
D) you had been more vague in your message about what you wanted
E) your classmate went directly to your professor with his suspicions
Answer: A
Explanation: A) The meaning that a receiver attaches to a message is filtered by his knowledge,
experience, and context. Since he interpreted "help" to mean "cheat," he may have had a bad
experience in the past involving cheating. Avoiding ambiguity and specifying the help you
wanted might have helped him understand that cheating is not what you intended.
Diff: 2 Type: MC Page Ref: 7
AASCB: Written and oral communication

27) A(n) ________ is any obstacle that gets in the way of effective communication.
A) encoding
B) decoder
C) context
D) barrier
E) channel
Answer: D
Explanation: D) There are many barriers that can obstruct effective communication, for example
a sender's ambiguity or a receiver's lack of knowledge.
Diff: 1 Type: MC Page Ref: 7
AASCB: Written and oral communication

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28) Feedback ________.
A) must be verbal
B) can't include gestures
C) may request clarification
D) must be transmitted in the same medium as the original message
E) hinders the communication process
Answer: C
Explanation: C) Feedback is any form of verbal or nonverbal response to a message sent from
the recipient to the original sender.
Diff: 2 Type: MC Page Ref: 8
AASCB: Written and oral communication
29) Which of the following is NOT an example of feedback?
A) nodding your head in agreement as a colleague describes a possible solution to a problem
B) giving the thumbs down gesture to a friend who asks your opinion of his new tie
C) sending a text message to your friend accepting the invitation to lunch that she just texted you

D) forwarding a funny email that you just received to a group of friends
E) calling a client to discuss with them why the schedule they just faxed you will need some
adjustments
Answer: D
Explanation: D) Feedback is any form of verbal or nonverbal response to a message sent from
the recipient to the original sender. All of the other choices are feedback. This example does not
involve a response to the original sender, but rather sharing information with a new audience.
E)
Diff: 3 Type: MC Page Ref: 8
AASCB: Written and oral communication
30) Shaking your head in disapproval after your coworker makes a discriminatory statement is an
example of ________.
A) feedback
B) decoding a message
C) context
D) a channel
E) a barrier
Answer: A
Explanation: A) Feedback is any form of verbal or nonverbal response to a message sent from
the recipient to the original sender.
Diff: 2 Type: MC Page Ref: 8
AASCB: Written and oral communication

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31) Hearing loss is an example of which type of barrier?
A) psychologic barrier
B) semantic barrier
C) language barrier

D) physiological barrier
E) mixed messages
Answer: D
Explanation: D) A physiological barrier arises from a receiver's physical state, for example
hearing loss or a migraine headache.
Diff: 2 Type: MC Page Ref: 8
AASCB: Written and oral communication
32) ________ arise from language that is ambiguous or difficult to understand.
A) Psychological barriers
B) Semantic barriers
C) Language barriers
D) Physiological barriers
E) Mixed messages
Answer: B
Explanation: B) If a colleague rushes late into a meeting and says to you, "I was held up at at the
train station," you might ask if the robber had a gun, when your colleague simply meant that the
train was delayed.
Diff: 2 Type: MC Page Ref: 8
AASCB: Written and oral communication
33) If a new employee doesn't know what is expected of her when she is asked to review the
P&L, a ________ is interfering with effective communication.
A) psychological barrier
B) semantic barrier
C) language barrier
D) physiological barrier
E) mixed message
Answer: C
Explanation: C) A language barrier arises from senders and receivers not using a shared
language. One example is someone new to a company or industry not understanding its jargon,
for example the fact that a P&L is a profit and loss statement.

Diff: 2 Type: MC Page Ref: 8
AASCB: Written and oral communication

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34) You joined a team just as it was finishing up a big and much anticipated project at your
company. You feel a little insecure as the team's newest member and the one who contributed the
least to this project. At the next staff meeting your boss thanks you for all your hard work in
making the project a success. Instead of this making you feel good, you feel uncomfortable,
interpreting the comment as a sarcastic remark about how little you actually participated in this
project. This is an example of a ________.
A) psychological barrier
B) semantic barrier
C) language barrier
D) physiological barrier
E) mixed message
Answer: A
Explanation: A) Psychological barriers arise from a receiver's attitudes toward the message or
towards the sender. When you are upset, your emotions act as a barrier to effective
communication.
Diff: 2 Type: MC Page Ref: 8
AASCB: Written and oral communication
Padma, an avid home cook, has no culinary training or experience in professional kitchens. After
dining at her house one evening, her friend Tom is so impressed by her cooking that he gives
Padma the opportunity to work in the restaurant he manages.
35) On Padma's first night she is asked to help plate the appetizers for the 4-top that just arrived.
Padma freezes. She doesn't understand that she is being asked to arrange the appetizers on the
proper serving dishes, along with the necessary garnishes and condiments, for the table of four
diners that just arrived at the restaurant. This is an example of a ________.

A) psychological barrier
B) semantic barrier
C) language barrier
D) physiological barrier
E) mixed message
Answer: C
Explanation: C) A language barrier arises from senders and receivers not using a shared
language. This does not necessarily mean that one is speaking English and the other Chinese. A
less obvious example of a language barrier is when someone new to a company or industry
doesn't understand its jargon. Not having worked in a restaurant before, Padma could not be
expected to know what "plating" and "4-top" mean in this environment.
Diff: 2 Type: MC Page Ref: 8
AASCB: Written and oral communication

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36) Padma is assisting with with the prep work for that evening's dinner service. The chef asks
her if the mise en place for the meat station is ready. Padma answers no; she was asked to
assemble and prepare ingredients, not to do mise en place. The chef storms off, angrily shouting
for someone else to get it done. Padma mentions this to a coworker, who informs her that the
French term "mise en place" translates to "set in place," and signifies the set-up of ingredients
needed for a particular dish or area of the kitchen. Now Padma has to tell the angry chef that the
job he just started someone else on is duplicating the prep work she has already done. This is an
example of a ________.
A) psychological barrier
B) semantic barrier
C) language barrier
D) physiological barrier
E) mixed message

Answer: C
Explanation: C) A language barrier arises from senders and receivers not using a shared
language. In this case Padma is unfamiliar with the French term "mise en place." Even if she
spoke French, she might not know that in professional kitchen jargon this term means something
very specific, namely the set-up of ingredients needed for a particular dish or station.
Diff: 3 Type: MC Page Ref: 8
AASCB: Written and oral communication
37) Padma is asked if she knows how to make a red wine reduction. Padma looks down at her
feet, quietly mumbles "sure," and starting wringing her hands. Padma is confused when the job
of making the red wine reduction is assigned to someone else, as she answered affirmatively that
she knew how to do it. Which of the following is the best explanation of what happened here?
A) A psychological barrier has obstructed communication; by answering quietly, Padma is
signalled that she was offended by the request.
B) A semantic barrier has occurred; since Padma answered "sure" instead of "yes," her answer
was confusing.
C) A language barrier has obstructed communication; Padma should have said "yes" in several
different languages to ensure that she was understood.
D) A physiological barrier has obstructed communication; by wringing her hands, Padma gave
the impression that they hurt and that she could not perform the task.
E) A mixed message has obstructed communication; Padma's verbal and nonverbal responses
communicated different things.
Answer: E
Explanation: E) Padma's answer was "yes," but her quiet tone did not express confidence, and
looking down and hand-wringing further expressed discomfort with this request. When verbal
and nonverbal communications are at odds, a mixed message is said to have occurred.
Diff: 3 Type: MC Page Ref: 8
AASCB: Interpersonal relations and teamwork

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38) Effective communication is also challenging because it takes place in a specific context,
which is defined as ________.
A) a set of circumstances that influences the purpose of communication, the best medium to use,
and how receivers interpret messages
B) a set of principles that guide decision-making and lead someone to do the right thing
C) a medium used to transmit a message
D) the process of working together to achieve a common goal
E) the act of influencing or convincing your audience to accept your position
Answer: A
Explanation: A) Effective communication is also challenging because it takes place in a specific
context or set of circumstances that influence the purpose of communication, the best medium to
use, and how receivers interpret the message.
Diff: 2 Type: MC Page Ref: 9
AASCB: Application of knowledge
39) ________ influences the purpose of communication, the best medium to use to communicate
the message, and how receivers interpret the message.
A) Collaboration
B) Context
C) Conciseness
D) Clarity
E) Channel
Answer: B
Explanation: B) Context, or the set of specific circumstances in which a communication occurs,
influences all these factors.
Diff: 2 Type: MC Page Ref: 9
AASCB: Written and oral communication
40) Communication typically occurs ________.
A) in a vacuum
B) between two people

C) between people with identical concerns
D) among multiple people with different contexts
E) among multiple people who encode and decode messages in exactly the same way
Answer: D
Explanation: D) Communication typically occurs among multiple people who encode and
decode messages differently and who have different contexts, backgrounds, concerns, and
agendas.
Diff: 2 Type: MC Page Ref: 9
AASCB: Written and oral communication

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41) Oral communication methods are required for all of the following EXCEPT ________.
A) one-on-one meetings
B) podcasts
C) teleconferences
D) wikis
E) webcasts
Answer: D
Explanation: D) A wiki is a collaborative website created about a particular topic. As such, it
uses the written word, not the spoken word.
Diff: 1 Type: MC Page Ref: 9
AASCB: Written and oral communication
42) Caroline knows that while her oral presentation skills are stellar, her writing style could use a
bit of work. Which of the following would be the best medium for Caroline to communicate
effectively?
A) a podcast
B) a wiki
C) a blog

D) a text chat
E) an email
Answer: A
Explanation: A) A podcast is an oral communication method, while the other choices all involve
the written word.
Diff: 1 Type: MC Page Ref: 9
AASCB: Written and oral communication
43) Questions such as, "What is your goal?" and "How can you organize your message to state
and support your main point?" are related to which characteristic of effective business
communicators?
A) strategic
B) professional
C) ethical
D) adaptable
E) collaborative
Answer: A
Explanation: A) Strategic communicators are always making decisions and asking themselves
questions such as these to ensure their messages are purposeful, audience-oriented, and (in many
cases) persuasive.
Diff: 2 Type: MC Page Ref: 9
AASCB: Written and oral communication

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44) According to the text, which question is relevant to the strategic aspect of being an effective
business communicator?
A) Is my message ethical?
B) What medium should I use for my message?
C) Am I communicating in a way that is appropriate to the situation?

D) Is my communication medium current with technology?
E) How can I make my message work with many cultures?
Answer: B
Explanation: B) All of these questions are related to being an effective communicator, but only
this choice is relevant to the strategic aspect. A strategic communicator is purposeful, audienceoriented, and (in many cases) persuasive.
Diff: 2 Type: MC Page Ref: 9
AASCB: Written and oral communication
45) According to the text, considering whether your message is appropriate to the situation is
related to which characteristic of effective business communicators?
A) strategic
B) professional
C) technological
D) adaptive
E) collaborative
Answer: B
Explanation: B) The professional aspect of effective communication deals with being
appropriate to the situation, being ethical, and being clear and concise.
Diff: 2 Type: MC Page Ref: 10-13
AASCB: Written and oral communication
46) According to the text, which consideration is relevant to the adaptable characteristic of
effective business communicators?
A) What do I want to accomplish with my message?
B) With whom should I communicate to accomplish my goal?
C) Is my message able to work with other cultures?
D) Is my message clear and concise?
E) Is my message ethical?
Answer: C
Explanation: C) The adaptable characteristic of effective communicators involves being current
with technology, being able to work with other cultures, and being collaborative.
Diff: 2 Type: MC Page Ref: 10-19

AASCB: Written and oral communication

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47) When communicating, being specific about your intended outcome is ________.
A) not recommended, as it is unprofessional
B) risky, as it may offend some people
C) a good idea, as it will make it harder for your audience to say no
D) strategic, as it makes it easier for your audience to understand what you want them to do
E) appropriate only when you know that your audience is likely to decline your request
Answer: D
Explanation: D) Successful business communicators plan their writing and speaking to achieve a
specific purpose. For example, if you email a colleague asking for "help," he or she might be
unwilling to commit without knowing exactly what you want and say no or need to ask for
clarification before deciding to assist you. If you specify that you'd like your colleague to run
some figures for you, he or she will be able to comply or decline more quickly and easily. The
easier you make it for your recipient to do what you are asking, the more likely that they will
comply.
Diff: 3 Type: MC Page Ref: 9-10
AASCB: Written and oral communication
48) When sending your message as an email, the subject line ________.
A) is unnecessary
B) should be omitted unless your email is a response to an earlier message
C) is best stated generally
D) should be specific
E) has no ability to capture the reader's attention
Answer: D
Explanation: D) A specific subject line that immediately alerts the reader to the purpose of the
email will capture the reader's attention.

Diff: 3 Type: MC Page Ref: 12
AASCB: Written and oral communication
49) Good business communicators understand that ________.
A) their message must influence anyone who might come across it
B) their message must be able to reach their targeted audience
C) reaching an audience requires only that you be a good writer
D) being a good listener is not necessary to understand audience concerns
E) being a good reader is vital, as it is the only way to gain insight into audience concerns
Answer: B
Explanation: B) Messages must reach and influence the audience, the individual person or
people for whom a message is intended. Being able to reach an audience requires that you be a
good reader and listener to understand audience concerns and compose easy-to-read messages
that address these concerns.
Diff: 2 Type: MC Page Ref: 11
AASCB: Written and oral communication

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You are organizing a charity event in which local high school students will participate in a twoday tennis tournament to raise funds for the renovation of the community tennis courts. This will
involve communicating with students, their parents, school administrators, coaches, local
businesses, and the general public.
50) One of your first tasks is to attract sponsors who will provide funding for the event in
exchange for promotional considerations. When you draft the letter trying to secure this funding,
your audience will be ________.
A) students
B) students' parents
C) school administrators
D) coaches
E) local businesses

Answer: E
Explanation: E) You would look to local businesses to sponsor your event in exchange for
promotional considerations such as publicity and branding of the tournament.
Diff: 2 Type: MC Page Ref: 10-11
AASCB: Written and oral communication
51) You are drafting a letter to high school tennis coaches looking for potential players for the
tournament. In this letter, citing which benefit would likely have the LEAST impact on
convincing the coaches to help you recruit players?
A) This event will generate great publicity and goodwill for sponsors.
B) The tournament will put a spotlight on your high school's tennis players.
C) The event will generate interest in tennis and attract young players to the game.
D) The event could attract more funding for high school tennis programs.
E) The event will raise a lot of money to renovate the community tennis courts.
Answer: A
Explanation: A) A persuasive communication emphasizes the benefits you are offering to your
audience. A high school tennis coach would probably be very interested in helping his school's
program and players, and, to a lesser degree, in helping the sport in general. Publicity for the
sponsors would likely be of least interest to a high school coach.
Diff: 3 Type: MC Page Ref: 11-13
AASCB: Written and oral communication

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52) You're drafting a letter to send to the parents of interested high school tennis players to obtain
permission for their children to participate in the tournament. In the context of this letter, which
of the following statements would be an example of the persuasive technique of responding to an
anticipated objection?
A) This tournament will be a great opportunity for your child to meet students from neighbouring
schools.

B) Your child will know the satisfaction of having made a difference in our community.
C) When renovated, the community tennis courts will provide a wonderful resource for families
in the area.
D) The tournament will be scheduled in conjunction with all the participating high schools so
that it will not interfere with classes or school events.
E) Local businesses will put together gift bags for the students in appreciation of their
participation.
Answer: D
Explanation: D) All of the other statements look at the topic from the parents' point of view,
citing the benefits their child will receive by participating in the tournament. This statement is a
response to the unstated objection that the tournament might interfere with the child's
schoolwork.
Diff: 3 Type: MC Page Ref: 11-13
AASCB: Written and oral communication
53) Active listening ________.
A) is the same as hearing
B) is an innate skill that involves "reading between the lines"
C) is a learned skill that requires focusing on the speaker
D) never involves feedback on the information
E) decreases the chances of correctly understanding the information
Answer: C
Explanation: C) Active listening is a learned skill that requires you to focus on the speaker,
make sense of the information that he or she presented, and, when possible, provide feedback
about the information to ensure you understand it correctly.
Diff: 2 Type: MC Page Ref: 14
AASCB: Written and oral communication

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54) Melinda is talking to her supervisor, suggesting they implement a new process for their
department. While Melinda is speaking, her boss is fidgeting in his seat and glances at his watch
several times. When Melinda asks what he thinks he stands up and walks out the door saying,
"Sure, sure. It sounds fine. Let's talk later." As an active listener Melinda ________.
A) will interpret this as an unequivocal acceptance of her suggestion
B) knows that they will have to work out the details but her suggestion is definitely approved
C) will perceive that her boss was in a hurry and that they will likely need to revisit this
discussion
D) knows that he was anxious to leave the room because he disliked her idea so much
E) understands by his nonverbal cues that he has rejected her idea, though in a way that spares
her feelings
Answer: C
Explanation: C) An active listener will perceive emotional cues and body language, even when
they are at odds with the words being spoken. Her boss clearly seems anxious to leave the
conversation. While this doesn't necessarily indicate that he dislikes her idea and won't consider
it, it seems to suggest that he might not have been focusing his full attention on it.
Diff: 3 Type: MC Page Ref: 14
AASCB: Written and oral communication
55) Which of the following behaviours most likely indicates that the listener disagrees with the
idea she is hearing?
A) twirling her hair around her finger
B) staring off into space
C) jotting down notes on a pad
D) rolling her eyes
E) drumming her fingers on the table
Answer: D
Explanation: D) Rolling one's eyes is a gesture that indicates dislike or annoyance at what is
being said. Most of the other behaviours indicate boredom or a lack of interest. Jotting down
notes on a pad could indicate interest in the idea, but this could be in favour or against. The notes
might even be about an entirely different subject, which would again demonstrate a lack of

interest in the idea.
Diff: 2 Type: MC Page Ref: 14
AASCB: Written and oral communication
56) An active listener does all of the following EXCEPT ________.
A) work to interpret meaning to understand what a person is saying
B) work to interpret meaning to understand why a person is saying what he or she says
C) filter out emotional cues
D) perceive body language
E) think about what is not being said
Answer: C
Explanation: C) An active listener engages in the behaviours described in all the other choices.
Additionally, an active listener will perceive emotional cues.
Diff: 2 Type: MC Page Ref: 14
AASCB: Written and oral communication
57) ________ is the process of influencing your audience to agree with your point of view,
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recommendation, or request.
A) Coercion
B) Persuasion
C) Active listening
D) Encoding
E) Channeling
Answer: B
Explanation: B) When you want to influence people's thoughts or actions, your message needs
to be persuasive.
Diff: 1 Type: MC Page Ref: 12-13
AASCB: Written and oral communication
58) Which of the following statements about professionalism is NOT true?

A) Professionalism refers to the qualities that make you appear businesslike in the workplace.
B) Professionalism is limited to projecting a professional image.
C) Professionalism involves living up to the standards of your profession.
D) Professionalism is expressed by your actions and attire.
E) Professionalism is expressed by your attention to correct grammar and proofreading in all of
your messages.
Answer: B
Explanation: B) Professionalism does go beyond projecting a professional image. It also
involves living up to the standards of your profession, including ethical standards.
Diff: 1 Type: MC Page Ref: 12-14
AASCB: Interpersonal relations and teamwork
59) Just as you're about to shut down your computer for the day, you remember that you need to
send an update to your boss. You dash off a quick email and press send without spell checking or
proofing it. Doing so ________.
A) is fine since this is not a formal report
B) is the right approach, since email does not require proofreading
C) is a poor idea, since you need to proofread and use correct grammar in all of your messages
D) is unprofessional, since doing so means failing to counter unstated objections
E) is unethical and may get you fired
Answer: C
Explanation: C) Failing to proofread and pay proper attention to grammar in an email to your
boss may result in mistakes and typos that will project an unprofessional image. Your attention to
these details, especially when communicating to a superior or a client, is very important.
Diff: 2 Type: MC Page Ref: 13
AASCB: Interpersonal relations and teamwork

Copyright © 2017 Pearson Canada Inc.


60) Which of the following behaviours best expresses professionalism?

A) slouching in your chair during an interview
B) wearing frayed pants to a company luncheon
C) texting a thank-you message to an interviewer using acronyms and emoticons
D) typing up an email to your boss on the fly, paying no attention to tone or grammar
E) leaving early enough for a meeting so that, despite a traffic jam, you arrive a few minutes
early
Answer: E
Explanation: E) Professionalism is expressed by your actions, attire, wording of messages, body
language during meetings, tone of voice, and attention to grammar in all of your messages. By
allowing enough time to ensure arriving at your meeting on time, you express professionalism
and a respect for the other people's time.
Diff: 1 Type: MC Page Ref: 13
AASCB: Interpersonal relations and teamwork
61) Your audience will understand ________ language faster than ________ language.
A) clear; concise
B) complicated; wordy
C) clear and concise; wordy and complicated
D) wordy and complicated; clear and concise
E) complicated and concise; wordy and clear
Answer: C
Explanation: C) In business, people value clarity and conciseness because time is a scarce
resource.
Diff: 1 Type: MC Page Ref: 15
AASCB: Written and oral communication
62) ________ refers to the principles you use to guide decision making, leading you to do the
right thing.
A) Adaptability
B) Ethics
C) Feedback
D) Context

E) Social media
Answer: B
Explanation: B) As a professional, you are likely to face a number of ethical dilemmas that are
difficult to resolve. Doing the right thing is not always obvious, and making the wrong decision
may put your career, colleagues, customers, or company at risk.
Diff: 1 Type: MC Page Ref: 15
AASCB: Ethical understanding and reasoning

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63) Which of the following statements about technology is NOT true?
A) Technology reduces the distance between communicators.
B) Technology allows an immediate exchange of information across distance and time zones.
C) Technology changes very rapidly.
D) Technology is not prey to pitfalls so it eliminates the risk of failed communication.
E) Technology allows people to share documents instantaneously.
Answer: D
Explanation: D) Technology traps abound and effective communicators know how to avoid
them. They include losing specialized fonts when moving a document to another computer,
having photos turn up as boxes with red Xs, having colours change in a presentation in Power
Point, and losing formatting in emails.
Diff: 2 Type: MC Page Ref: 18
AASCB: Information technology
64) A good communicator ________.
A) must know all technologies
B) knows that all technology choices can be used interchangeably
C) understands that social media are inappropriate for business communication
D) thinks about the implications of technology options and uses technology wisely
E) avoids trendy new technology choices in favour of tried-and-true methods like phone calls,

memos, and face-to-face meetings
Answer: D
Explanation: D) As a good communicator, you don't need to know all technologies but you do
need to think about the implications of technology choices and use your options wisely.
Diff: 2 Type: MC Page Ref: 17-19
AASCB: Information technology
65) You are collaborating on a report with a coworker and want to share the latest version of your
document. Which of the following statements is TRUE?
A) Emailing the document will make sure that your coworker receives it.
B) Uploading the document to the company intranet will deliver it to your coworker's mailbox.
C) A wiki does not allow users to track the history of changes.
D) Using a team wiki will allow both of you to constantly update the document to a shared
space.
E) The most efficient method would be to call your coworker on the phone and describe the
changes you have made.
Answer: D
Explanation: D) A wiki is a collaborative web application that is accessible by multiple users, so
it would be useful in this case. It allows for tracking the history of changes as well. Sharing the
actual document in a collaborative workspace would be more efficient than the other options.
Diff: 2 Type: MC Page Ref: 18
AASCB: Information technology

Copyright © 2017 Pearson Canada Inc.


66) Miles is writing an email to the project team working on a big presentation. Knowing that
some of his audience are not native English speakers, which of the following would be the best
way for him to complete the statement below?
So let's do our best to ________ for the presentation.
A) have all our ducks in a row

B) dot our i's and cross our t's
C) be well-organized and prepared
D) make sure we're on the same page
E) be on the ball
Answer: C
Explanation: C) If you know that your audience contains non-native English speakers, it is a
good idea to steer clear of idiomatic expressions (like those in the other choices) in favour of
clear, plain language.
Diff: 2 Type: MC Page Ref: 20
AASCB: Interpersonal relations and teamwork
67) ________ refers to the learned and shared patterns in a society.
A) Context
B) Ethics
C) Collaboration
D) Professionalism
E) Culture
Answer: E
Explanation: E) People demonstrate their culture through values, ideas, attitudes, and their
approach to communication.
Diff: 1 Type: MC Page Ref: 19
AASCB: Diverse and multicultural work environments
68) In the context of doing business with people of other cultures, effective communicators
________.
A) memorize a list of cultural difference between countries
B) are ready to adapt to different cultural needs
C) ignore cultural differences and treat everyone equally
D) treat others as they would like to be treated
E) follow exclusively the communication conventions of their own culture
Answer: B
Explanation: B) While it would be nearly impossible to memorize a list of cultural differences

between countries, effective communicators approach their tasks with an open mind and are
ready to adapt to different cultural needs.
Diff: 2 Type: MC Page Ref: 19
AASCB: Diverse and multicultural work environments

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